Emer Higgins (Dublin Mid West, Fine Gael) | Oireachtas source

That is really interesting. It is great to hear that the matter it is being tackled. Ms O’Reilly is right. It is such a generational thing as well. People, including us, as public representatives, have to be conscious that they are receiving documents every day of the week by means which did not exist ten or 20 years ago. I thank Ms O’Reilly for all the work she and her team are doing on leading in respect of this matter. It is cutting-edge work. I know some of it goes back to brass tacks in terms of recording. Ultimately, however, this is a new model of communication. If that is not captured, there could be serious flaws in the system. It is great to hear that those recommendations are out there. I hope that institutions are acting on them.

It is also good to hear about the dramatically reduced timelines for complaints. Have any key lessons been learned in that regard? Were there any big initiatives introduced by her office that Ms O’Reilly felt worked particularly well and that other bodies could learn from?